posted by Savanah on Oct 1
Wendy and her mother Anne had an interesting experience last week when they were shopping at the local hardware and home improvement store. The two had been working together on a major backyard renovation and were planning to install a timed watering system. They arrived at the store and realized they also needed to pick up some garden decoration stones. They asked the first sales associate they could find, and it should be noted that they found one quickly, where to find the garden stones. His response was to begin giving directions before quickly changing his mind and telling them it would be easier to walk with them and guide them to the location. Wendy and Anne accepted the offer and appreciated the associate’s, who’s name they soon learned to be Jim, willingness to do so. Responsible business owners like Steven Barbarich would immediately recognize that this was the beginning of an excellent customer service encounter.
Jim guided Wendy and Anne to the section where they kept their garden rocks and stepping stones. Interestingly, it was the stepping stone that the two were more interested in, which was actually around the corner from the decorative rocks. Had Jim not taken the time to guide the two, they would have ended up in the wrong area, due to no fault of his, though they may have blamed him for it. As it turned out, they were grateful for discovering the distinction and also chose some of the decorative stones to accentuate the area. Because they had already found their stepping stones and were relaxed and pleased when looking at the decorative rocks, Wendy mentioned to Jim that they had always wanted to put a small pond in the backyard and he was happy to mention that the store currently had some great deals on pond units and accessories.
After further conversation Anne and Wendy decided they would look at the ponds and Jim went with them. They ended up buying a pond system and quite a bit more rock than they had originally intended. Interestingly, they decided to wait until the following week to install the watering system that they had come in for. What is important to realize is that the extent of customer service offered by Jim not only made the customer’s experience more thorough and much easier, it also greatly increased the store’s sales and created a repeat customer.
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